Adobe Experience Manager vs Medallia

• Adobe Experience Manager keeps your content separate from your layout which allows for a lot of flexibility in how you display your content.
• Adobe Experience Manager integrates really well with other Adobe products like Adobe Analytics.
• Adobe Experience Manager 's drag and drop interface makes it fairly easy to utilize with minimal familiarity.

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• Integration with Salesforce: Medallia can be fully integrated with Salesforce or other CRM systems with all the data in both places and Account Managers/Sales, CSM's, Support, Onboarding, executives, etc., never have to leave SF and they have a Dashboard in SF tailored to their role. All data is available in real-time.
• Closed loop: Great closed-loop where alerts are sent out to the right person in real time if there is a detractor or dissatisfied customer. This means you can contact the customer within 24 hours, which wows your customers and makes it easy to move to customers from a Detractor to a Promoter.
• Actionable insights: Medallia has amazing dashboards, that give you the data you need along with text analytics to make changes based on your customer needs, pain points and trends. It gives you all the tools you need to take the right actions to improve you customer experience and the bottom-line.

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• Upgrading and applying patches can be hit or miss - I recommend backups because of the potential to damage the existing infrastructure
• Space management is an issue - every change or request takes up space that can be reclaimed, but only through a complicated procedure done through command prompts. There was no documentation for this on their site and we had to use a third party to create the procedure. It has to be run manually.
• There isn't a good backup system, particularly one that can be scheduled to run reliably.

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• Our service model does not provide any ownership over the platform. We have to engage our Medallia Project Team to build surveys, troubleshoot issues, make changes to surveys, reports, and dashboards, resulting in long turnaround times and inefficiency.
• Medallia charges for both "units" and users. "Units" are defined as named individuals in surveys, but don't have log-in privileges. In our case, they are customer service agents or business consultants that engaged with the client but are not part of our closed-loop case management process or access to the platform.

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• Our brand requires a high level of polish and crisp functionality. AEM provides that for us. We do look as good as possible and it reflects well on our brand.
• We can product new pages rapidly with our modules and so we can keep our content fresh and relevant.
• Our brand value has risen considerably since we polished our web properties with AEM.

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• You have full visibility into what your customers are thinking on a wide spectrum, allowing you to get out of specific anecdotes and really determine your strengths and weaknesses.
• You'll be able to make your customers feel more valued in asking for their feedback in improving, adding another layer of positive to the customer experience.
• Medallia will help your employees learn what they're doing well and where they can get better, automatically helping to keep all of your employees continuously improve.

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